Help & FAQ
How can we help?
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Do guests need to install an app?
No. They scan the QR with the phone's camera, open the page, tap Start camera and point the phone at the print.
The camera doesn't start. What can I do?
Allow camera access for the site when the phone asks. If the QR opened inside WhatsApp, Instagram or another app, open the page in Chrome or Safari instead; we show how on the page.
Why is there no sound?
Videos start muted so nobody is surprised in a quiet room. Tap the sound button once the video is playing.
The photo isn't recognised.
Hold the phone 20 to 40 cm away so the whole photo is on screen, in good light, without glare. Matte prints scan better than glossy ones under bright lights.
Can someone watch without pointing at the print?
Yes. The scan page has Watch without the camera, which plays the videos as a normal player.
How long can the video be?
Up to 60 seconds per photo is included. A long video plays up to 3 minutes and uses one extra credit. You choose which part of a longer clip plays.
What makes a photo scan well?
Detail and contrast: faces, clothes, flowers, patterns. Large plain areas (sky, white walls) are harder. We score each photo before you print.
Can I change the video after printing?
Yes. Swap the video from the living photo's page. The print and QR stay the same.
Can I try with my own photo first?
Yes. The Try page builds everything on your device. Nothing is uploaded, and it's gone when you close the page.
Which print sizes are supported?
4 × 6, 5 × 7, 8 × 10 and 8 × 8 inches, A4, or the photo's own shape. Crop to the size you'll print so the video lines up with the edges.
Where do I print?
Anywhere: your usual lab, a studio, or a home printer. Download the print sheet (photo with its QR) or a QR card for albums.
Does the QR have to be next to the photo?
No. The QR just opens the page. In an album, one QR card on the first page works for every photo under that code.
What is a credit?
One photo with its video, hosted for a year. An album of 5 photos under one QR uses 5 credits.
What happens when hosting ends?
The QR stops playing and you see a renew option. 30 days later the photos and videos are removed, so download a copy before then.
What are plays?
A play is a phone finding the photo and starting its video. 200 are included per photo each year. Watching again on the same Wi-Fi or mobile network within 6 hours doesn't use another play, so a room of guests on one Wi-Fi counts once. Videos only pause at 250 per photo until you top up, and we never charge automatically.
Is there a free trial?
New studio accounts get a few free living photos to show clients. Families can try any photo on their own device for free on the Try page.
Is the camera recorded?
No. The camera picture is used only inside the phone's browser to find the print. Nothing is recorded or sent.
Who can see my photos and videos?
Only people who open the QR link. Files are stored privately and shared with short-lived links. Switch a living photo off at any time.
What do you count?
Anonymous visits: when the page opened, the camera started and the photo was found. No names, contacts or locations.